For any service-based business converting a lead into a client is a really tough job. Moreover, once you have successfully managed to do that, things become more difficult. You have to do everything you can to keep the client happy while using your services. The process of having a long association with clients starts with a good client onboarding program. Get yourself a coffee and join us to understand what client onboarding is and why your service-based business needs it so badly.
What is client onboarding?
When a client joints your business, they are fairly unaware of how your business functions, your future plans, the purpose of your business, and more. Therefore during the onboarding process, it is your responsibility to convey this important information and other updates to them. Client onboarding happens before you start working with the client so that your client has a very good idea of whom they are working with. This somewhat sums up the whole concept of client onboarding.
This onboarding process can happen in the office premise, by sharing information through mail or you can go a step further and give them the best onboarding experience at the comfort of their home using LMS apps or an onboarding software. These software programs are great to conduct client onboarding online and make it more engaging and easily accessible.
Why is Client Onboarding important for you?
I am sure it must have taken a lot of blood, sweat, and tears to bring a client to your company. After investing so much money, time, and effort in acquiring a client, you certainly don’t want to end up losing them. Onboarding plays a major role in retaining your clients. These are the top reasons why you need to focus on your client onboarding process.
Assess your client’s needs and goals
Onboarding sure is a time where the client gets to know more about you, but it is also a great opportunity for you to understand your client. Every client you get has a goal in mind in terms of what they want to gain from you. Even after joining your business if they see their goal is not being met, then there are chances that they might leave you. Here is a list of questions that you need to find answers to.
- What are your client’s objectives?
- What is your client expecting from you?
- How do your clients plan to grow with you?
- Where does your client stand right now and what are your strengths and weaknesses?
Setting clear expectations
Setting clear expectations is very important to building a strong relationship with your clients. A lot of times clients assume something from your service but your service may or may not be able to fulfill it. In such situations, clients lose faith in you which might also lead to a negative word of mouth in the industry. A successful onboarding program should be able to communicate what the client should and should not anticipate from you, as well as what you expect from them. There will be no misunderstandings about each other’s performance or style of doing things after your expectations have been stated. It also aids you in obtaining the necessary cooperation from your client.
Retaining the client is cheaper than finding a new one
Think about all the marketing efforts that you have put in to acquire your current client base. Think about all the money that went in to get a single client. Bringing a new client is always expensive when compared to retaining the existing ones. All you have to do is maintain good relationships with your clients. Building good relationships starts with a successful onboarding program.
In any industry, there are many legal documents that you and your client have to sign. Both of you are compliant with the rules and regulations mentioned in the documents. A major part of onboarding includes completing this paperwork. You should take advantage of this opportunity to explain when and how you will provide further materials to the client as they utilize your service. Please make sure you assist your clients in understanding the contract and all of the pointers included in it. Once the legal aspects are in place, you and your client will feel more secure and are able to put your trust in one another, resulting in stronger relationships.
Grow your business
Finally, all these things put together will help you upscale your business. When you start off with building good relationships you can expect your clients to work with you for a longer time. You will certainly get more clients thereafter as a result of good word of mouth.
A good onboarding process is one that lets you build strong relationships with your clients. Once you have cracked the right formula to win your client’s trust you can repeat the same process during the next onboarding to achieve similar results. Make sure you make use of the valuable feedback that your existing clients are providing you with. Enjoy better retention and engagement from your clients with a good onboarding experience.
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